Rievaulx House Care Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This was an unrated service. At this assessment the rating has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff made sure people were at the centre of their care and treatment choices. People felt they received care which was person centred and focused on the things which are important to them.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. There was a joined-up approach with partner organisations. Staff work closely with the GP, ambulance staff, social workers and district nurses so people only need to tell their story once. A visiting profession told us, “I come here often. I don’t have any concerns at all. I think it is a good home.”

Staff developed appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff were passionate at ensuring people’s communication needs were met. Within the service, some people spoke Spanish as their first language and did not speak English. Staff took it upon themselves to learn basic Spanish to be able to communicate with people. Staff ensured they had a basic understanding of Spanish to ensure everyone was included and involved. The registered manager produced literature in Spanish, such as ‘resident meetings’, to ensure everyone could review and participate in decisions about the service.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff and the registered manager listened to people and took their view into account and incorporated into changes within the service. One member of staff told us, “We have resident and relatives meeting. Everyone is welcome and it is a good chance for us to talk about the service.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. The service was accessible and inclusive. People and staff told us there was no discrimination, and adjustments were made for individual needs, such as texture-modified diets. The environment was fully accessible and safe.

Staff actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People experienced positive outcomes and reported feeling safe and well cared for. Feedback from people and relatives was overwhelmingly positive. Staff promoted dignity and independence, and people were supported to make choices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People had clear advanced care plans to make it clear what end of life support they would like to receive. Staff worked with the GP and health staff to ensure there were the right medications and plans in place as people approached the end of their life.